Partner Support Associate (PSA)

The Partner Support Associate is the first point of contact for Hyland partners with questions about the partner program and how to do business with Hyland. This early-career role provides accurate, responsive support across the partner lifecycle, routes complex issues to the right teams, and follows them through to resolution. The associate also turns recurring questions into self-service resources and uses support data to identify ways to simplify the partner experience.

• →Serve as the first line of support and partner program subject matter expert for internal and external inquiries, resolving standard requests related to onboarding, portal access, deal registration, program requirements and benefits, certification, enablement, and program policies.
• →Triage and route complex requests with complete context, set clear expectations, retain ownership through resolution, and accurately record partner interactions in Salesforce or Partner Central.
• →Build, configure, test, launch, and maintain AI agents that support partners and partner-facing teams, keeping knowledge sources current, monitoring answer quality and adoption, and recommending new agent use cases based on support trends and feedback.
• →Convert recurring questions into clear FAQs, how-to guides, short videos, knowledge articles, and templates, publishing and maintaining partner-facing content in Partner Central and Highspot while keeping internal support documentation current.
• →Track case volume, categories, response times, and outcomes, maintaining simple dashboards and identifying recurring friction points to recommend process, content, or system improvements based on support data and partner feedback.
• →Support data quality in Salesforce and Partner Central, and assist with onboarding checklists, compliance tracking, partner communications, and program launch readiness.

• Bachelor's degree in business, information systems, data analytics, communications, or a related field, or equivalent practical experience. Previous relevant experience, including internships, is a plus.
• Strong written and verbal English communication skills, with a minimum C1 level, combined with a service-oriented approach, sound judgment, and excellent attention to detail.
• Ability to organize a steady volume of work, explain processes clearly, and maintain accurate records across multiple systems and partner interactions.
• Hands-on experience building or testing AI agents, chatbots, or assistants, including prompt design, knowledge sources, and answer quality evaluation.
• Comfort with Excel and basic reporting, with the ability to support data quality and contribute to operational dashboards and program tracking.

• Experience with low-code forms or workflow tools, CRM or case-management systems such as Salesforce, partner ecosystems, channel programs, or B2B software environments.
• Experience with Power BI or a similar data visualization and reporting tool.
• Proficiency in an additional language, ideally Spanish, to support regional partner coverage across EMEA.
• Demonstrated ability to collaborate across functions without direct authority and communicate clearly with partners across regions and cultures.
• A proactive, self-starter mindset with the ability to take ownership of tasks, manage competing priorities, and drive issues through to resolution.

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.